13th
February
2008
Some thoughts on designing customer interactions for a quality experience
My friend Bob Glushko and Lindsay Tabas wrote an interesting paper last year that Bob pointed out to me earlier this month - Bridging the “Front Stage” and “Back Stage” in Service System Design. I liked the paper as it raised some interesting issues about customer interactions, in particular whether interaction design or outcomes is [...]
Read moreposted by James Taylor in Business Rules, Customer Experience, Data Mining, Decision Management, Predictive Analytics | 0 Comments
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